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  • March 1993 (Revised April 1995)
  • Case

IBM After-Sales Service

By: Janice H. Hammond
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details
Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry
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  • 20 Feb 2015
  • News

Yes, Your Uber Driver Is Judging You

  • 01 Jan 2007
  • News

James A. Hamilton Award, American College of Healthcare Executives

  • 07 Mar 2011
  • Research & Ideas

Why Companies Fail—and How Their Founders Can Bounce Back

badge of honor." Individual failures within a company can be an asset, too, in that they can prevent the whole system from failing—but only if the executives are willing to view failure as a potential for improvement. For instance,... View Details
Keywords: by Carmen Nobel
  • 25 Jan 2021
  • Book

In a Nutshell, Why American Capitalism Succeeded

How did the United States become the world’s center of business growth following its founding in 1776? Surely a number of nations had powerful natural resources, stable financial and legal institutions, and dynamic entrepreneurs over that same span. Why was American... View Details
Keywords: by Sean Silverthorne; Manufacturing
  • Web

Biography - Institute For Strategy And Competitiveness

at Princeton University. He then earned an M.B.A. from Harvard Business School and a Ph.D. in Business Economics from Harvard’s Department of Economics. His research approach—applying economic theory and competition thinking to complex View Details
  • Web

Organize Care Around Medical Conditions - Institute For Strategy And Competitiveness

Measure Outcomes & Cost for Every Patient Aligning Reimbursement with Value Systems Integration Geography of Care Information Technology Organize Care Around Med... Organize Care Around Medical Conditions To deliver more value, providers... View Details

    Henry W. McGee

    Henry McGee joined the HBS faculty in 2013 after retiring as President of HBO Home Entertainment, the digital and DVD program distribution division of Home Box Office, the pioneering premium television company. A member of the Entrepreneurial Management Unit,... View Details

    Keywords: television; motion pictures; media; e-commerce industry; entertainment; broadcasting; distribution; health care; journalism; wholesale; arts; nonprofit industry
    • 04 Mar 2024
    • Research & Ideas

    Want to Make Diversity Stick? Break the Cycle of Sameness

    When US Supreme Court Justice Ruth Bader Ginsburg died in 2020, Harvard Business School Assistant Professor Edward Chang noticed something interesting: To fill the vacancy, then-President Donald Trump replaced Ginsburg with another woman, Amy Coney Barrett, even though... View Details
    Keywords: by Michael Blanding
    • January 2008 (Revised August 2011)
    • Case

    ProntoWash: Washing the World's Cars to a Tango Beat

    ProntoWash management considers whether franchising and the Balanced Scorecard could be combined to help customer-facing employees provide consistent service across the world and capture relevant management information. In 2007, ProntoWash, an international car-wash... View Details
    Keywords: Customer Focus and Relationships; Growth and Development Strategy; Balanced Scorecard; Management Systems; Franchise Ownership; Performance Consistency; Argentina
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      Michael A. Wheeler

      Mike Wheeler joined the HBS faculty in 1993 and has taught extensively in its MBA, Executive, and distance learning programs. His highly interactive 8-week/40-hour HBS Online Negotiation... View Details

      Keywords: arts; construction; e-commerce industry; energy; federal government; green technology; internet; legal services; nonprofit industry; petroleum; pharmaceuticals; publishing industry; real estate; service industry; sports; state government; utilities
      • 06 Jun 2011
      • Research & Ideas

      Why Leaders Lose Their Way

      enable them to think clearly about work and personal issues. A System To Support Values-centered Leadership The reality is that people cannot stay grounded by themselves. Leaders depend on people closest to them to stay centered. They... View Details
      Keywords: by Bill George
      • October 2010 (Revised June 2014)
      • Case

      Volkswagen do Brasil: Driving Strategy with the Balanced Scorecard

      By: Robert S. Kaplan and Ricardo Reisen de Pinho
      A new management team at VW do Brazil develops and deploys a strategy map and Balanced Scorecard to accomplish a turnaround and cultural change after eight consecutive years of financial losses and market share declines. The team uses the strategy map to align... View Details
      Keywords: Business Cycles; Developing Countries and Economies; Management Teams; Leadership; Balanced Scorecard; Strategic Planning; Balance and Stability; Motivation and Incentives; Communication Strategy; Competitive Advantage; Auto Industry; Brazil; Germany
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      • Web

      General Management - Faculty & Research

      research agenda, and teaching programs: Management Policy and Process Management Information Systems Society and Enterprise Leadership, Values, and Corporate Responsibility Recent Publications Sticky Capital Controls By: Miguel... View Details
      • Article

      No Team is an Island: How Leaders Shape Networked Ecosystems for Team Success

      By: Inga Carboni, Robert Cross and Amy C. Edmondson
      Today’s organizations rely on networks of dynamic systems of “agile” teams to get work done. Teams are distributed, transient, and loosely bounded in service of responsiveness and innovation. The key to this new way of doing work is managing the networked ecosystem in... View Details
      Keywords: Cross-functional Teams; Teams; Interviews; Leadership; Groups and Teams; Networks
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      • November 2021
      • Article

      Gaussian Process Subset Scanning for Anomalous Pattern Detection in Non-iid Data

      By: William Herlands, Edward McFowland III, Andrew Gordon Wilson and Daniel B. Neill
      Identifying anomalous patterns in real-world data is essential for understanding where, when, and how systems deviate from their expected dynamics. Yet methods that separately consider the anomalousness of each individual data point have low detection power for subtle,... View Details
      Keywords: Pattern Detection; Subset Scanning; Gaussian Processes; Mathematical Methods
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      • Article

      How to (Inadvertently) Sabotage Your Organization

      By: Stefan Thomke
      Some of the biggest threats to organizational performance can and do come from within. In an age when companies are told to be agile, to learn from experiments, and to be entrepreneurial, we are still vulnerable to actions — deliberate or unintentional — that stem from... View Details
      Keywords: Management Practices; Effective Managers; Self-awareness; CIA,; Organizational Behavior; Management Practices and Processes; Organizations; Behavior; Performance
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      • November–December 2019
      • Article

      Making Sense of Soft Information: Interpretation Bias and Loan Quality

      By: Dennis Campbell, Maria Loumioti and Regina Wittenberg Moerman
      We explore whether behavioral biases impede the effective processing and interpretation of soft information in private lending. Taking advantage of the internal reporting system of a large federal credit union, we delineate three important biases likely to affect the... View Details
      Keywords: Soft Information; Lending; Banking; Information; Financing and Loans; Banks and Banking; Decision Making
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      • June 2016 (Revised April 2018)
      • Case

      Boys & Girls Clubs of America: Driving Impact

      By: V. Kasturi Rangan and Lisa C. Cox
      With $1.8 billion in 2015 revenues, Boys & Girls Club of America had evolved over its 155-year-old history to occupy the lead position in the Youth Development space in the United States. Its new CEO Jim Clark had initiated yet another change process in 2015 to ensure... View Details
      Keywords: Nonprofit Strategy; Planning Process; Transformative Impact; Nonprofit Organizations; Strategic Planning; Change Management; Growth Management
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      • 2015
      • Book

      The Impact of Globalization on Argentina and Chile: Business Enterprises and Entrepreneurship

      By: Geoffrey Jones and Andrea Lluch
      This book compares the effects of globalization on two Latin American countries, Argentina and Chile, over time. The chapters examine the impact of multinationals, the growth of business groups, and the conflicted relations between business and government. The book... View Details
      Keywords: Entrepreneurs; Business Groups; Entrepreneurship; Business History; Globalization; Growth and Development; Agriculture and Agribusiness Industry; Banking Industry; Food and Beverage Industry; Chemical Industry; Energy Industry; Mining Industry; Latin America; Argentina; Chile
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